Corvallis-Benton County Public Library
Public Computer Survey - May 2009

This first public computer survey for the Library was drafted and finalized by Ashley Farley, Lori Pelkey & John Donel in May 2009 with input from Youth, Adult, Extension and management staff. The survey was conducted on paper at all branches and online via Survey Monkey for four weeks from May 4 to June 1.

The number of completed surveys (at least five questions of the 21 on the survey had to be answered) was 266. Most people completed the majority of questions as evidenced by the fact that 255 and 233 people answered questions 17 and 19 respectively, which were on the lower back side of the two sided survey. The large response gives us very valid results with a relatively small margin of error of just +/- 6%.

Survey results were analyzed by Corvallis, branches, online and whether or not a person had a computer at home since it was felt this might have an effect on what people thought about library computer services. The surveys completed broke down as follows:

Corvallis paper: 171 (64.3%)
Branch paper: 48 (18.0%)
Online: 47 (17.7%)
Have PC at home: 136 (51.3%)
Do not have PC at home: 129 (48.7%)

1- How often do you use library public computers? (Choose only one)

Comments: Most people use the computers on a weekly basis, but daily use is also highly reported especially for those who do not have a PC at home. Branch users also are more likely to be daily users than Corvallis. People who took the survey online were much more likely 48.9% to be monthly or rare users of library computers.

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2- Do you have a computer at your home?

Comments: It’s almost an even split between those who do and do not have a PC at home, with branch users somewhat more likely to have a home PC, possibly due to their distance from Corvallis and limited branch hours. Obviously most of those who took the survey online have computers at home, which is most likely where they took the survey. Thus, just because a person has a computer at home does not mean they don’t use our computers. The reasons for that come out in some answers to the next question.

3- What is your primary reason for using library public computers? (Check all that apply)

Comments: Most people use the computers to access Internet sites and services and/or to check e-mail. All other uses were far less common. The other uses which people wrote in are listed below. The percentage is based on the total (41) of those who wrote something for “other”. Since the numbers are so small they were not broken down by branch or computer ownership. 

4- Currently the library limits people to one hour per day on the public computers. What do you think about this time limit for your needs? (Choose only one)

Comments: Surprisingly significant majorities of all categories of users (except those at the branches) thought the one hour time allotment was just about right. The branch difference is not surprising given the limited number of computers and open hours. However, there is clearly a significant number who feel that one hour is not enough.  With this in mind the Library in September 2009 started testing a change in its time control software which automatically gives ten extra minutes, when two minutes are remaining, if there is at least one available computer.  Up to three of these time additions are possible for up to 30 extra minutes.

5- When you use a library public computer do you use your full hour?

Comments: Although most people in the previous question thought the amount of time was just right, this question shows that most people do indeed use their full hour. However, significant numbers do not use the full hour and this is also reflected in average and median time use data. Branch users are most likely to use their full hour and there was no significant difference between those who do or do not have a computer at home.

6- Do you feel the library has enough public computers available for use?

Comments: Overall, a clear majority feel we do not have enough public computers, although somewhat surprisingly branch users feel there are enough computers by a similar percentage. There was no significant difference between owners and non-owners of a PC on this question. So despite the fact that computer user sessions have dropped the last two years, we probably do need more computers, especially if we are going to allow people to use more time per session.

7- Please rate each of the following public computer services:

VI  Very Important, I  Important, SI  Somewhat Important, NI  Not Important

Comments: Obviously Internet access and printing are by far viewed as the most important technology services we offer, although color printing and scanning are also seen as important. And while CD burning and playing DVDs are seen as expendable by most people, we won't take these away since they involve little or no additional cost in our computer systems. These were across the board results not varying by any of the analysis categories we looked at.

8- When using public computers which of the following do you use? (Check all that apply)

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Comments: Clearly the use of headphones and privacy screens is highest and USB storage devices have significantly reduced the use of floppy disks. No significant difference was seen in any of the analysis categories. Thus headphones and privacy screens need to continue to be standard equipment with every computer and floppy disks can be eliminated if they prove to be too much of an added cost per PC.

9- What computer/technology services not currently offered would you like to see the library provide?

Comments:   Considering the number of respondents to the survey (266) the number of answers to this question is very small (8.65%) and no one suggestion with this response rate could be considered significant.  This indicates a fairly high level of satisfaction with current services.

10- Have you used the library wireless network?

Comments:  Most people have not used the wireless network.  This is true in all analysis categories, although people who took the survey online were slightly more likely to have used it perhaps indicating a higher level of computer skill.

11- If you answered yes to question 10, did you have trouble connecting to the wireless network?

Comments:  Two thirds of those who use the wireless network have not experienced problems while one third did have problems.  More people had problems who took the survey online or who had their own PC.

12- Please rate the performance of the following public computer services:

Exc – Excellent, Adq - Adequate

Comments:  Surprisingly enough almost three quarters of people who answered the question said that computer speed was excellent or good, even at Corvallis where the computers at the time of the survey were four year old Celerons.  They have since been replaced with new computers.  Very small numbers choose poor or very poor.  The overwhelming majority also felt that software offered was good or adequate.   Security and privacy was felt to be excellent or good by about three quarters of respondents.  Also an overwhelming majority (>80%) felt that printing services were excellent or good.  And a clear majority also gave the wireless network excellent and good ratings.

13- Do you feel the public computers are easy to use?

Comments:  No need for deep interpretation here.  Clearly the public thinks the public computers are easy to use.

14- Do you feel library staff provide adequate help with computer services?

Comments:  Again a very clear indication that the public is satisfied with the help they receive from library staff in using our public computer services.

15- Have you ever asked library staff for help when using a public computer?

Comments:  Two thirds of respondents said they have asked for help with public computer services.  The only category that was significantly different was among those who took the survey online which may indicate that this group of users primarily uses the library via the web site and/or they may be a more technically savvy group and not need help as often.

16- If you answered yes to question 15, were you satisfied with the help?

Comments:  An overwhelming majority of people who asked for computer help for help were satisfied with that help so clearly staff are doing a very good job of dealing with computer questions most of the time.

17- What software do you most use on the public computers?  (Internet browser, MS Word, Excel, etc.)

Comments:  Not surprisingly the Internet browser and MS Word are the top two applications used on our computers with nothing else even close.

18- What software would you like to see added to library public computers?

Comments:  Again as with question #9 the number of responses to this question is a very small percentage of the total of survey respondents (16.5%), indicating that most people are satisfied with current software offered.  Since we do offer Photoshop on at least one computer at each branch (except Monroe) we probably don’t need to install it on more to meet this level of demand.

19- The library provides privacy screens on the public computers so that others cannot see what you do.  How important are these screens to you?

Comments:  Two thirds or more of users in all categories feel that the privacy screens are important or very important, so despite their high cost we will continue to provide them and replace them when broken.

20- What do you like MOST about library public computer services?

Comments:  The most frequent public comment was simply appreciation that the Library provides computers for public use.  Free Internet access was the second most favorable comment.  Many people simply cannot afford an ISP service, particularly a broadband ISP service.  Internet access in general, without mentioning the cost factor, was the third most common factor that people like about our computer services.  That it is easy to use and fast were also mentioned by numerous people.  

21- What do you NOT like about library public computer services?

Comments:  Not surprisingly the most common complaints were having to wait, not enough time and not enough computers.  Computer slowness was also mentioned by a significant number of people.  Adding more computers and allowing people to get extra time if there is a free computer available is the simplest and least expensive way we can address these most common complaints.